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Business Profile

Sporting Goods Retail

FGL Sports Ltd. (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

This profile includes complaints for FGL Sports Ltd. (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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FGL Sports Ltd. (HO) has 291 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      On or around May ****, 2025 I entered Sportchek to purchase and return some previously purchased merchandise, in store and online. I gathered my purchases and preceded to the counter, I explained to the young girl that I have purchases and returns. One of the returns it seems, I did not have receipt on me at the time. I made a comment to the manager that you were there when I purchased it, him and the other young girl who was working that day who was a wiz at her job. He Never responded. We searched through my purchases from emails and online purchases but could not find it. Manager said, in an "unfriendly" voice, we need a receipt to do a return. I said I would come back later and left everything there including my returns and receipts.I am an older male with serious back problems and cannot stand for a long time, which I had to do. I also had a previous encounter with that manager, named *****, who helped me in the clearance section. I could tell, just by him walking down the aisle and the expression on his face, he was not in a good mood that day.Also, the company really emphasizes DEI, Diversity, equity and inclusion.The next day I was coming back but had to wait on a parcel. My phone rang. It was *****. he asked me if I was purchasing anything that I left there. I said no. I had made that decision before getting there because of his attitude from before.Anyways, when I arrived, he had the jacket I was missing the receipt for in a plastic bag with two $** gift cards. I gave him the receipt and processed it with my credit card. As of today not credit to my cc, but the other day I noticed a $** debit coming out of that card dated may **** for a purchase. I made no purchase.the manager told to leave after ** asked for the returns to put back on the payment method that I used. He said no. I asked why. He said because of the comment I made before ?? I was shocked, numb by surprise and confused. WOW, isthmus what DEI looks like ??So you owe me money and ..

      I was informed by the manager named ***** at the Mumford store, that the store records all audio including conversations. I think this could be a violation. However, I think that the public should be notified in any case. Because I know I will be contacting the media.

      Business Response

      Date: 30/05/2025

      Dear ***** ******,

      My name is *** from retail customer service we spoke on the phone *****/2025.  I also left you a voice mail message *****/2025.

      Your disputed amount of $******* does not align with anything we spoke about.  The last update I received from the store was that the jacket was refunded, and you now have two merchandise credit cards.

      If you would like those merchandise credit cards refunded to your original method of payment, we can discuss this possibility please reach out over the phone.

      If you have evidence to support your disputed amount of $*******,please share those details with me.  Any other transactions for purchases or returns that are not balancing will need to be investigated by our customer service team. Please feel free to reach out to that team and have all your receipts ready as well as bank statements, we can go through them with you.

      Thank you for reaching out.

      Sincerely,

      *** *. ****************

    • Initial Complaint

      Date:08/04/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sportchek links are deceiving when doing a search and scrolling to it. Prices are then not accurate when going to the website from the link. Callaway x hot driver from link ** dollars to website ***.

    • Initial Complaint

      Date:24/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally dispute a charge on my credit card statement for the purchase of a pair of shoes from SportChek, order ID **********, Unfortunately, the shoes were delivered to my porch by the driver but are nowhere to be found. Given that this was a high-value item and shoes are often targeted for theft in delivery situations, it is unacceptable for such an order to be delivered without requiring a signature. I have made multiple attempts to resolve this issue directly with the merchant, SportChek. Despite this, they have refused to take responsibility, instead attributing the issue to Purolator, the courier service. They acknowledged that the driver made the decision to leave the package without a signature, but they have been unwilling to assist further. I have attempted to contact SportChek via email on a daily basis from March ** through March **, 2025. Unfortunately, I have received no response to my inquiries. As this is the only available method of contact, my efforts to resolve the issue have been in vain. I am requesting that the charge for this purchase be reversed, as the item has not been delivered to me, and the merchant is unresponsive to my attempts to resolve this matter. Given that the responsibility lies with the merchant and their choice of delivery method, I believe I should not be held financially liable for this lost order. Please let me know if you require any further documentation or information in order to process this dispute. I look forward to your prompt resolution of this matter. Thank you for your attention to this issue.

    • Initial Complaint

      Date:16/12/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November **** ************************* store for a pair of shoes to be shipped home. The shoes were to be delivered December ***, but on the *** I got an email from Sport Chek saying there was an exception and the shoes would be delivered the ***. That was the last update I had. It is December ****, ** days after my order and still no updates. I have contacted the courier multiple times and each time they say *** days. I have also tried contacting Sport Chek, they send back automated emails with no helpful information, and phone calls are answered by unhelpful **** who say I need to wait a certain number of days. I tried asking them how many days and they said they couldn't answer that. Requests to speak to a manager/supervisor get you put on hold for long periods, only for them to answer and tell you the same thing.

      Business Response

      Date: 18/12/2024


      Dear *****,

      Thank you for contacting Sport Chek.

      I am sorry there have been no updates on your parcel tracking for nearly * weeks.  There is a trace case open for your shipment with Purolator #***********.  Unfortunately, due to the time of the year and the volume of packages in transit any shipment delays are taking a little longer to resolve.  We appreciate your patience while Purolator continues to work on a resolution. 

      You have two files open with our online customer service team regarding this order the reference numbers are ********* & *********.

      I can see that our online customer service team has refunded your order fully to the original method of payment.  If you have any questions please reach out to our online customer service team and quote your reference numbers.

      Thank you.

      Sincerely,

      *** ******************

      Customer Answer

      Date: 19/12/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:20/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      a friend ordered me a Yeti travel mug from sportchek online for me to pickup from the store. I picked up the mug in package from the locker in the leaside store in ******* on August ** or ** of this year. I didn't open the package till i got back home as i wanted to shop around sportcheck before leaving, and i didnt want to walk around with what would have looked like unpaid merchandise (there i no receipt in the packaging for online orders...). when i opened the packaging i noticed that the store had given me a damaged mug (there is a visible dent/scratch on the outside of the mug). I called the store and spoke to a manager, he told me that i had to notify them before leaving the store for them to do anything, and my only option is that i get the receipt from my friend and then all they'd be willing to do is return the item. Basically even if i wanted to do that it would have still my problem to find an undamaged mug to purchase later. because this was a gift i didnt want to bother my friend and didnt want to try to **** down an undamaged mug. After that conversation i contacted sportchek customer service through their website, eventually they sent an email that my concern was communicated with the store and that it was a store-level issue. I was away for ********************************************************************************* the sportcheck corporate. i replied to the corporate email almost a week ago, right when i got back, and i still havent heard back...

      Business Response

      Date: 01/10/2024

      Dear ****,

      Thank you for writing in. Im sorry you are having difficulties exchanging your **** mug.  Returns/exchanges at Sport Chek do require a receipt or order number.  When your friend provided you with the information to pick up the item from the locker was the order number included in that email?  That is what you would need to exchange the item.

      Please feel free to reach out to the customer service team if you are having difficulties locating the order number.  **************

      Thank you.

      *** *. Customer Service 

    • Initial Complaint

      Date:28/05/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased * mountain bikes from Sports Check online, we tried speaking to customer service and they were not able to resolve the issues. None of the stores have the items in stock, and we are not allowed to pick up from a warehouse but the items come unassembled yet both products include free assembly, but customer service said they cannot deliver to our local store for assembly in which case we would have to wait for the home delivery, then find a way to bring the boxes bikes in a vehicle that would accommodate them to the local store for the assembly and then find a vehicle with a hitch and bike rack to accommodate them home. Why can you not allow for one time assembled in store pick up or home delivery assembled. I paid $** for shipping just to have this additional expense and inconvenience. My resolution is to be reimbursed the $** shipping since I now have to forfeit the free assembly or have to source a vehicle. We just sold our vehicle and my husband has mobility issues so this is very inconvenient to go through and if it was free shipping it is easier to accept but when you are paying for a disservice it is poor customer service.

      Business Response

      Date: 30/05/2024

      Dear ********,

      Thank you for writing in.

      I appreciate you taking my phone call today it was a pleasure to speak with you.  I have credited your credit card used in SportChek.ca order number **********. 

      Total credit of $*****.

      We apologize for the inconvenience of receiving the bikes in boxes and then having to take those boxes to the store to receive your complimentary bike build.  We cannot ship built bikes due to the risk of the bike being damaged. The complementary bike build is not something that is offered by all retailers and we are proud to have this as part of our bike purchase package.

      Thank you for shopping with Sport Chek.

      Sincerely,

      ********** Customer Service 

      Customer Answer

      Date: 31/05/2024

      please see the attached. Thank you. 

    • Initial Complaint

      Date:27/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online pick-up order #********** for a bike on Sunday, April ****. The bike was showing as out of stock in ******, so I opted to pick it up from ***** ***. There was an option for home delivery, but that would have delivered an unassembled bike, which I would not have been able to assemble myself.I received an email saying the order was ready for pick-up on Monday, April ****, but I couldn't pick it up as I was busy. I received a reminder on Tuesday, April ****, and when I went to pick up the bike, the store associate informed me that it should have been assembled but, unfortunately, it was not. I was told I would have to take it unassembled to the ************************* and have it assembled there.This is unfair, as I traveled to ********* specifically to collect an assembled bike, and instead, the store provided me with an unassembled bike, which I could have simply ordered online and had delivered to my door. Moreover, I had to transport the bike to the ************************* to have it built and am still waiting for my bike. I purchased it for my daughter, who is waiting impatiently for her bike.I would like to request compensation from the store for the inconvenience they have caused.

      Business Response

      Date: 30/05/2024

      Dear *****,

      Thank you for writing in.

      We are looking into this matter and will provide a resolution shortly.

      Thank you for your patience.

      Sincerely,

      ********** Customer Service 

      Customer Answer

      Date: 18/06/2024

      Unfortunately, I was unable to submit my response in 7 calendar days to the response received from vendor and would like to inform you that i am not satisfied with the reply/resolution from the vendor as they did not exactly provide any final response.  All they have stated is that they shall get back to me.

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased clothes online from Sportcheck Order number -********** Order date -Nov **, 2023 3 items shipped into * orders. Order 1 - **** Football Jersey $***** +tax Carhartt **shirt $***** +tax Order * - Carhartt Shorts $***** +tax Order #* was undeliverable as I was out of town. It was returned back to the sender by the courier on Dec **** 2023. I called at the end of January as I didn't get a refund for the shorts. The agent advised me to wait ** business days. When I called again in early March, the agent acknowledged that it was too long and spoke to his manager to get a refund processed. The agent only asked for my order number to look into the issue. When I checked my credit card, only a refund of **.xx$ was processed (refund corresponds to the **shirt and not the shorts).I called back the next day and was advised that they would have the original agent make the correction within a few days I called again March ****, and they advised that it was still being processed by their back office team. When I called April 11th. The agent advised that the request was closed but I didn't nothing additional was refunded to my credit card nor did i received communication that it was closed. The agent on April **** submitted another request but at this point its taking excessively long to get the difference of about **$ back.

      Business Response

      Date: 15/04/2024

      Dear ******,

      We are very sorry to hear that your package never arrived.  Im so sorry that we werent able to assist you properly when you reached out to our online customer service team. 

      I can see the refund that was issued to you for the amount of $***** was against a different product.  The agent issuing the refund accidentally refunded the wrong item.  I have issued a refund of $***** making the total refund $***** the price paid for the missing shorts.  I will reach out to your via email and offer you an appeasement for your patience while dealing with this less than positive experience.  We appreciate you continuing to reach out to us providing the opportunity for us to make this right.  This is not the level of service you should expect from Sport Chek. 

      Please watch your email in the coming days.

      Sincerely,

      ********** Customer Service.

      Customer Answer

      Date: 19/04/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I see that refund in on my credit card statement, so the issue is resolved.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:08/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March **, 2024 I placed an online order with Sport Chek and selected the in-store pickup option to pick up at their ************** location in ********, *******. Sport Chek Order number: ********** Total purchase cost: $****** paid for using my CanTire Mastercard. On March **, 2024 I received a ready for pickup email notice with a locker code and a * day window for pick up before the item would be cancelled & payment refunded. I was not able to pickup within the * day window but, hearing nothing, went to the store thinking it might still be available a few days past the pickup window. When at the store, the locker code entered read as "invalid" & store staff advised the item would have been returned for refund and I should receive an email indicating same. No such email arrived, nor any refund. I sent several emails and spoke with customer service at both CanTire and ********************** multiple times during the week of April *, 2024. Was given assurances that steps were taken to resolve the ********** should hear from someone within ** to ** hrs. I requested emails confirming what was said during those calls but customer service refused to provide them. Called SportChek customer service again this morning April *, 2024, again, no resolution, no email, no refund, no documentation of any actual steps taken received on my end, and customer service stated I should have received an email or phone call according to their records. I can confirm that no follow up email came & there is no evidence that a phone call was received based on my phone's log of incoming calls and voice mail. I just want the refund for the item I never received & I want written confirmation that it is in progress. I strongly urge the company to embrace modern day customer service technology & to empower their customer service agents to send confirmation emails to customers and to actually resolve issues like this. I feel completely gaslit and pity your customer service agents.

      Business Response

      Date: 24/04/2024

      Dear *********,

      Thank you for contacting us through the Better Business Bureau.

      The return request was issued on your order on March **,2024.  I see that it was still in NEWstatus and had not been processed properly. Our IT team has been notified and the refund was moved to PROCESSED today. 

      The credit should be visible in your account within 5 business days.  We are very sorry for the delay in receiving your refund.  It was not our intent to cause frustration for you.

      I will send you a second email which will include a customer service gesture.  We appreciate you bringing this to our attention, our teams will investigate the root cause related to why your refund did not automatically go through and why it required manual intervention.

      We are very sorry for your experience.

      Thank you.

      ********** ****************

    • Initial Complaint

      Date:02/04/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Monday April *st I placed a online order via sport check.ca I purchased ******* Originals Men's Samba Shoes" for $******" size **** mens SKU: ********* I received a email confirming that I purchased ****** Originals Men's Samba Shoes and I also took a screenshot of the shoes being sold via sport check.ca However the shoes that were shipped to me were ****** Men's Samba ** Shoes SKU: ********* Notice th SKU number is the same as the original. Also the shoes being displayed on the website, the titles has changed to ****** *Men's Samba ** Shoes"However the image is of *Mens Samba "Original" Shoes*I wanted the Original Samba Shoes, NOT the ** Samba Shoes that were sent.In closing, Sport check is displaying the wrong product on their site.They originally sent me a invoice for "Samba Original Shoes" and then switch my invoice and send me "Samba ** Shoes"I provided screenshots showing this

      Business Response

      Date: 23/04/2024

      Dear *******,

      Thank you for reaching out to us through the Better Business Bureau.  I appreciate you accepting my phone call earlier today. 

      We have forwarded your experience to our E-Comm content management team.  If information on our website is updated the information will automatically update in the customers email confirmations for any orders that have previously been placed for that updated product.

      It is never our intent to have information on our website that is not accurate.  We appreciate you taking the time to bring your experience to our attention.

      As discussed I will send you another email detailing our customer service gesture.

      Thank you for your patience.

      Sincerely,

      ********** Customer Service 

      Customer Answer

      Date: 24/04/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ************************

    FGL Sports Ltd. (HO) is NOT a BBB Accredited Business.

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